Customer Experience Optimisation Manager

About the role

This role gives you ownership of the complete digital customer journey for a fast‑growing, digitally‑focused business in the insurance and financial services sector. Working within a small, high‑impact marketing team, you will drive measurable commercial outcomes through data‑led experimentation and continuous optimisation across several brands.

Key responsibilities

• Define and deliver a conversion rate optimisation (CRO) and experimentation roadmap aligned with commercial objectives.
• Optimise end‑to‑end conversion journeys to improve performance and user experience.
• Use analytics, user insights and testing tools to uncover optimisation opportunities.
• Lead A/B testing and experimentation programmes across web and mobile platforms.
• Collaborate with engineering, UX, pricing and operations teams to scale optimisation efforts.
• Monitor performance metrics and present actionable recommendations to senior stakeholders.
• Drive innovation through personalisation, emerging technologies and AI.

Required profile

• Proven experience in CRO, digital optimisation or customer‑experience roles within a commercial environment.
• Strong analytical mindset with the ability to translate complex data into clear, actionable insights.
• Experience working in fast‑paced, digital‑first settings, preferably in insurance, financial services or an agency.

Required skills

• Google Analytics
• Optimizely
• AB Tasty (or similar experimentation platform)
• Server‑side testing and personalisation frameworks
• Understanding of front‑end tagging, testing frameworks and UX principles

What we offer

• Salary up to £60,000 per year plus bonus
• Hybrid working – primarily remote with two days per month in the London office
• Opportunity to shape digital experiences across multiple brands and markets